Use the app offline
The app keeps working when your connection drops. You can still read recently loaded feedback, and any actions you take are saved and sent automatically once you’re back online.
How you know you’re offline
Section titled “How you know you’re offline”When your phone loses its connection, a banner appears at the top of the screen. It shows one of two messages:
- You’re offline. Showing cached data. — you have no pending changes; you’re simply viewing what was already loaded.
- You’re offline. 1 change pending. — you’ve made one or more changes (the number goes up with each) that will be sent when you reconnect.
You can tap the close icon to dismiss the banner. It reappears the next time you go offline.
What works offline
Section titled “What works offline”- Reading feedback you’ve already opened. Any feedback and survey responses loaded before you lost signal stay available.
- Taking actions. You can still highlight (star), forward, or — with Close the Loop — reply and change a conversation status. These are queued and counted in the banner as “pending”.
What doesn’t work offline
Section titled “What doesn’t work offline”- Loading fresh data. New feedback, updated scores, and anything you haven’t opened yet can’t be fetched without a connection.
- Pulling to refresh for new data. You can still pull down, but the app can’t fetch anything new until you’re back online. It catches up automatically once you reconnect.
- The touchpoint filter can come up empty. While offline, the touchpoint chips at the top of the Feed may show nothing, or the page may say No touchpoints available. Reconnect and it comes back — your access hasn’t changed.
Cached data also has a shelf life: feedback loaded earlier stays readable offline for up to 24 hours. After that, the app needs a connection to load it again.
ℹ️ Your changes aren’t lost. Pending actions are saved on your phone. As soon as you’re back online they’re sent in the order you made them, and the banner’s count clears. They even survive logging out: if you log out before reconnecting, they’re sent when you next log in — as long as that’s within 7 days.
⚠️ If a change can’t be sent. When a queued action keeps failing after you reconnect — a reply or a forward, for example — the app stops retrying it on its own and shows a message such as Failed to sync reply. Tap to retry. Tap the message to send it; the change isn’t sent until you do.
When you’re back online
Section titled “When you’re back online”Reconnecting happens on its own, with nothing to tap. The banner disappears, your pending changes are sent, and the app refreshes stale data in the background.